You Don’t Call Me

Authority Ministry of Social Development and Social Innovation
Details

Alexis stopped by her daughter’s house to run a load of laundry. When she returned to pick up her laundry, Alexis was surprised to find her daughter had just been evicted and was not allowed back in to retrieve her belongings. Her clothes lost, Alexis applied to the ministry for a crisis supplement in order to replace them.

When almost a month passed by without a response, Alexis came to us. She couldn’t understand why the ministry would not help. She said she had been on disability assistance for five years and only now needed a crisis supplement. We agreed to investigate the lack of response.

The ministry had contracted their communication with Alexis to a non-profit society. Nonetheless, we noted the ministry mistakenly attempted to follow up with Alexis directly. When Alexis did not answer the phone, the ministry decided to close her request.

The ministry acknowledged their error, agreeing to remind staff to ensure a proper procedure is followed in the future. The ministry also agreed to re-open and process Alexis’s request. Later, we followed up with Alexis. She received the supplement and was finally able to replace some of the
lost clothes.

Category Income and Benefits
Type Case Summary
Fiscal Year 2015
Location The Lower Mainland